Sat.Jun 13, 2020 - Fri.Jun 19, 2020

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5 Ways to Build Customer Trust in 2020

Ecrion

Strong branding is a necessary attribute in order to optimize your company’s sales and resonate with your audience. But, building customer trust is one of the most crucial components of branding that you need to focus on in 2020. It can seem difficult, though, to decide on the best way to go about it. Not sure where to start? Don’t worry, we’ve got you covered.

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The Myth of the Customer-Focused CX Leader

Heart of the Customer

Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.” […]. The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer.

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Tales of Not Putting the Customer First

Russel Lolacher

Is your organization really putting the customer first? If you talk to any organization, they will always tell you that the customer is their first priority. It’s who they serve. It’s why they get up in the morning. It’s their reason for being in business. It all sounds good, if it’s true. The problem is these are cliches. And not worth the poster paper they’re printed on in your boss’s office if your organization doesn’t actually put those words into co

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The K.E.E.P Model: How CS Delivers Business Value and Successful Outcomes

Strikedeck

Vincent Manlapaz, in an interview with Jamey Jeff talks about why keeping customers engaged and involved while designing successful business outcomes is so important.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…)

McorpCX

In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing environment, most business executives recognize the need to better connect with, serve and support their customers while streamlining operations and managing risk.

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How to Reduce Customer Effort Before it Can Build Up

Experience Investigators by 360Connext

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint. Walk through high-friction points often. We’ll look at each method in detail below, but first, let’s talk about why this is so critical to the well-being of your customers and your organization.

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Changes in Consumer Habits | A Closer Look at the Restaurant Industry

IntouchInsight

In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines.

Consumers 179
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How Machines Impact Experience Design

GetFeedback

Designing a customer experience that seamlessly incorporates the machines from our daily lives.

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Five XM Practices For Accelerating Your Digital Transformation

Experience Matters

Note from Bruce Temkin: This post is one of many written by thought leaders besides me. I’m excited to introduce you all to Juliana Smith Holterhaus, a leader in digital experience for Qualtrics. As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organization and industry has needed to ramp up its digital capabilities.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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This is the Time to Weave Humanity Into How Companies Operate and Earn Greater Growth

Customer Bliss

We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. We have seen that companies have the ability to be flexible and pivot swiftly, through uniting their organizations to focus on the most important things and deliver value that people need now to achieve their goals.

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Don’t Make Assumptions – Tip #3

Steve DiGioia

How many times did something “fall through the cracks” because you thought another co-worker was going to handle it? I’ve always told my team, don’t make assumptions. Just as with other business tasks, there must be a clear-cut chain of responsibility on who will complete any given assignment, especially one that is important to the success of your business.

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In Pre-pandemic Crises, Contact Centers Have Long Relied on CXone

NICE inContact

Disaster planning and recovery, business continuity, working remotely and now, working from home. As these terms increasingly dominate the vernacular around business operations and preparedness, a diverse community of companies and organizations are finding that NICE inContact's CXone cloud contact center platform enables them to meet disaster-related challenges in ways they never thought possible.

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The Top 50 Customer Service Experts of the Decade (2010–2020)

Storyminers

Mike has been recognized as one of top Customer Service Experts of the Decade! Mike Wittenstein | Founder and Managing Partner, STORYMINERS. LinkedIn | Twitter. Mike Wittenstein is the founder of one of the world’s first strategic storytelling and experience design consultancies. He helps small- and mid-cap service brand leaders to increase their ability to create value, engage their employees, and deliver better returns.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Why Humans Need Chatbots – and Chatbots Need Humans

Comm100

Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.

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You May Not Know It, But You’re in the Subscription Business

ShepHyken

I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning? What if renewal simply meant that the customer comes back—again and again? While repeat business may not be as steady as a subscription renewal, it can still be tracked in a similar way.

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The 5 Rules to Managing How Your Customers Make Decisions

Beyond Philosophy

The 5 Rules to. Managing How Your Customers Make Decisions. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? How people make decisions is a complicated and fascinating subject.

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Top 21 eCommerce Influencers You Should be Following in 2020

Storyminers

Mike Wittenstein has been recognized as a top eCommerce influencer! Congratulations Mike! Mike Wittenstein ( @mikewittenstein ). Mike Wittenstein is a customer interface designer and consultant with a good knowledge of the emerging developments in eCommerce. He is the managing director and founder of Storyminers. He helped his customers gain almost $2 billion from revenue, logistics, service development and branding, and marketing improvements.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Why Agents Need Chatbots – and Chatbots Need Agents

Comm100

Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.

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Computer Vision in Field Service: Empowering and Enabling Technicians

TechSee

Even before COVID-19 disrupted the world, the field service industry had been undergoing a transformation. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap. When these older technicians hang up their tools, precious industry knowledge retires along with them. In fact, Field Service News reports that 73% of organizations have identified an aging workforce as a potential threat to their field service operations.

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Deep Leadership: Act Boldly to Protect Customers, Employees and Partners

eglobalis

Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.

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Don’t Fear Fear

Storyminers

In 1980, I was an American exchange student in Moscow during the Cold War. It was brutally cold one short school day in February, so I borrowed ski bibs from a Dutch student to stay warm as I set out to explore more of Moscow–on my own. I must have hopped on the wrong train as the station names were unfamiliar. Rather than head to my original destination, I decided to continue on.

Training 147
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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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This is How to Make Better Decisions

Beyond Philosophy

We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

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How to Level Up Your User Research Career

dscout People Nerds

Whether you’re an aspiring researcher looking to cut your teeth, or you’re a seasoned UXR looking for a new challenge, taking these steps to advance your career can get you there.

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The World Needs Human-first CEOs, Not War-time CEOs

Gainsight

One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies. What’s so compelling about the book, even six years after its publication, is that it’s built around the principle that there are no easy answers or quick fixes in leadership.

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Evolution of Consumer Behavior through COVID-19

Second to None

How has consumer behavior shifted through this pandemic? Consumer behavior has indefinitely changed during COVID-19. People are consuming time on the internet for longer periods of time and are seeking fresh ways of interacting with businesses. According to a study by McKinsey & Company , we have progressed five years forward in consumer and digital adoption in merely 8 weeks.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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How to Build your Own Transactional Chatbot

Inbenta

What is a transactional chatbot? “Transactional bots allow customers to make a transaction within the context of a conversation.”. (Source: Chatbot Magazine). A transactional chatbot acts as an agent on behalf of humans and interacts with external systems in order to accomplish a specific action. As such, a transactional chatbot is different from the most common bots, also called informative or conversational chatbots, in the sense that its goal is to automate a transaction and to simplify the u

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9 Ways to Improve Employee Loyalty and Engagement

SurveySparrow

All team managers will agree: Keeping your qualified, talented, and dedicated employees engaged and loyal is one of the most crucial parts of the job. Case in point, 87% of human resource managers say improving employee retention is a top priority for both long and short-term. Retaining your top employees is critical for a number of reasons. For one, your loyal, engaged, long-time employees are also likely to be the most talented.

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What You Should Always and Never Do in Remote Meetings: Part 2

The DiJulius Group

1. Feature Article What You Should Always and Never Do in Remote Meetings: Part 2 By John DiJulius, Chief Revolution Officer Last week we introduced you to the importance of training all your employees how to execute video meetings flawlessly with Part 1 of What You Should Always and Never Do in Remote Meetings. Part. Read Full Article. The post What You Should Always and Never Do in Remote Meetings: Part 2 appeared first on The DiJulius Group.

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